Background
MSPs integrate BMS with other ticketing systems, With these integrations, the ticket from a non-BMS system may already contain hashtags in its subject line.
When a subject contains multiple hashtags any reply from clients was not appending to the original ticket, it would instead create a new ticket inside BMS. This is because the email parser was only checking the number/id between the hashtags.
Solution
- MSPs supporting these integrations or setup will have to use prefixes for their tickets to be created inside BMS. For example, INC-1234, BMS-234, etc.
- Prefix has to be defined in Admin > Company Settings > Service desk >
- Email parser will check to look for the system-defined prefix under Admin > Company settings > Service Desk > Ticket Number Prefix.
- The system will here on only consider the Ticket number attached with the prefix and skip other hashtags in the subject line.
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Any Service desk which does not use the above-mentioned setup will not need to implement this solution and won't be affected by this setting in any way.
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